**Scheduled video call (customer books a slot)

sequenceDiagram
  autonumber
  participant C as Customer Browser
  participant W as VideoEngager Widget
  participant VE as VideoEngager API<br/>(/availability, /create)
  participant GC as Genesys Cloud<br/>Callback API
  participant EM as Email Service *(opt.)*
  participant REM as Reminder Scheduler *(opt.)*

  %% 1 Collect data
  C->>W: Enter name, email, phone
  %% 2 Check availability
  W->>VE: GET /availability?start=...&days=n
  VE-->>W: JSON time-slots (capacity/interval) :contentReference[oaicite:0]{index=0}
  %% 3 Visualise calendar
  W-->>C: Render calendar with open slots
  %% 4 Select slot
  C->>W: Click slot (date, start-time)
  %% 5 Create schedule
  W->>VE: POST /create {slot, visitor data}
  VE->>GC: POST /conversations/callbacks (scheduledTime)
  GC-->>VE: Callback ID
  VE-->>W: Confirmation payload (meeting URLs, ICS)
  %% 6 Notify customer (opt.)
  alt customer-email configured
    VE->>EM: Send “Booking confirmed” w/ ICS
  end
  %% 7 Notify agent (opt.)
  alt agent-email configured
    VE->>EM: Send agent invite
  end
  %% 8 Schedule reminder (opt.)
  alt reminder enabled
    VE->>REM: enqueue T-15 min reminder
  end

Narrative for a Scheduled Video Call (VideoEngager + Genesys Cloud)

(aligns to §7.2 “Scheduled entry mode” and the 8-step outline you provided)

1 Collect user data

The visitor opens the “Book a video appointment” page and fills the short form:

{
  "name": "Fatima Al-Ali",
  "email": "fatima@example.ae",
  "phone": "+971-5X-XXX-XXXX",
  "productLine": "Post-paid",
  "preferredLang": "ar"
}

VideoEngager.scheduleWidget.collect() stores the payload and fires scheduleWidget.openCalendar(). SDK layer: still the facade (genesys-hub.umd.js); data is cached for later submission.

2 Check availability

The widget calls GET /availability on the VideoEngager back-end:

/availability?queueId=VIP-Video-Q&days=14&lang=ar

Server logic

• Pulls Genesys Agent Schedules + real-time capacity for VIP-Video-Q.
• Applies SLA buffers (min 10 min between slots) and business hours.
• Returns a JSON array of open time-slots (startTime, duration) trimmed to visitor’s locale.

3 Visualise availability in calendar

The widget renders an inline calendar; green cells show open slots; greyed cells are full or out of hours. Hovering a slot shows estimated wait time (“15 min”). (Meets §7.2 – calendar visual and wait-time transparency.)

4 Select available time-slot

Fatima clicks Tue 3 Jun, 14:30 GST. Widget captures:

{
  "scheduledTime": "2025-06-03T10:30:00Z",
  "queueId":   "VIP-Video-Q",
  "skills":    ["Arabic","Video"],
  "attributes":{ "productLine":"Post-paid" }
}

5 Create schedule

The facade calls POST /create with the chosen slot and visitor data. VideoEngager back-end does two things:

1. Genesys Callback – POST /conversations/callbacks

{
  "callbackUserName":"Fatima Al-Ali",
  "callbackNumbers":["+9715XXXX"],
  "queueId":"VIP-Video-Q",
  "skills":["Arabic","Video"],
  "scheduledTime":"2025-06-03T10:30:00Z",
  "priority":5,
  "attributes":{"productLine":"Post-paid"}
}

2. Tenant DB – commits a scheduling record so the widget UI can show “Booking confirmed”.

Genesys Cloud now has a scheduled callback that Architect will route at 14:30 GST on 3 Jun.

6 [Optional] Customer e-mail confirmation

If the tenant flag sendCustomerEmail=true is on, VideoEngager calls its SMTP/SES service:

• Subject: “Your video appointment is booked”
• Body: meeting details + ICS attachment (add-to-calendar)
• Branding uses e& UAE logo + colours.

7 [Optional] Agent e-mail/ICS

If notifyAgent=true, the back-end looks up the agent group tied to VIP-Video-Q and sends each member an event invite (or just the assigned advisor if workforce-mgmt pre-assignment is enabled).

8 [Optional] Reminder notification

With reminderOffset=15 minutes, the back-end inserts a job in its Reminder Scheduler:

runAt = scheduledTime - 15 min
action = sendReminderEmail(visitorEmail, meetURL)

SMS can be added by pointing the same job to CPaaS SMS.

Day-of execution (what happens at 14:30 GST)

1. Genesys Architect wakes the callback, uses the stored queue + skills + attributes to find an available Arabic-video agent.
2. Agent desktop pops a VideoEngager toast; accepting opens the WebRTC room.
3. Customer clicks the link in the reminder e-mail (or the original confirmation) and lands directly in the room.
4. Because the callback and the visitor appointment share the same attribute set, reporting and compliance show a single, attribute-rich interaction.

How this fulfils §7.2 “Scheduled entry” requirements

That’s the complete business and technical story your stakeholders will want to hear for the scheduled path. Let me know if you’d like a fresh Mermaid diagram or code snippets for the /availability handler!

Narrative for the ad-hoc video call on top of Genesys Messenger

sequenceDiagram
  autonumber
  %% ───────── Participants ─────────
  participant C    as Customer Browser
  participant VF   as VE Facade
  participant CP   as ChatProviderImpl
  participant CORE as GuestMessagingSdkCore
  participant WS   as WebSocketTransportAdapter
  participant GCM  as Genesys Cloud Messaging
  participant VEA  as VideoEngager API
  participant GCR  as Genesys Architect (Routing)
  participant AG   as Agent Desktop
  participant EM   as Email Service (opt)

  %% ───────── 1. Start chat & send visitor data ─────────
  C->>VF: Click Start Chat (name, email, phone, attrs)
  VF->>CP: startSession(cfg)
  CP->>WS: connect()
  WS-->>CORE: WebSocket open
  CORE->>WS: configureSession + customAttributes
  WS->>GCM: WS frame configureSession
  GCM-->>WS: SessionResponse
  CORE->>WS: joinEvent
  Note over C,GCM: Messenger chat ready

  %% ───────── 2. Live chat ─────────
  loop Text Chat
    C->>GCM: Send message
    GCM->>AG: Deliver message
    AG->>GCM: Send response
    GCM->>C: Deliver response
  end

  %% ───────── 3. Escalate to video ─────────
  alt Video Initiation
    opt Agent offers video
      AG->>C: Quick-reply "Start Video"
    end
    C->>VF: Click Start Video
    VF->>VEA: POST /create (desired_time=now, conversationId, routingData)
    VEA->>GCR: POST /conversations/callbacks (routingData)
    GCR->>AG: Callback toast (queue/skills match)
    AG->>GCR: Accept callback
    GCR->>VEA: callbackId, meetURL
    VEA->>VF: meetURL
    VF->>C: Open WebRTC iframe/pop-up
  end
  Note over C,AG: HD video + chat in one interaction

  %% ───────── 4. Optional notification ─────────
  opt Email enabled
    VEA->>EM: Send "Your video call is starting" email
  end

1 Data collected

The visitor presses Start Chat on your page.

VideoEngager.startGenesysChat({
  deploymentId,
  locale,
  visitor: { name, email, phone }, // ← data you want Architect to see
  customAttributes: { productLine: "Post-paid", lang: "ar" }
});

Where the code lives – the call lands in ChatProviderImpl.startSession(), which stores the visitor and attribute bundle in _initialAttributes for later transmission.

2 Session with data is initiated

1. Transport handshake – WebSocketTransportAdapter.connect() opens the secure socket to Genesys.
2. Core session configure – GuestMessagingSdkCore sends a configureSession frame whose body already contains the customAttributes object above.
3. Genesys responds with SessionResponse; the provider flips to READY and the chat UI appears. Result: a Messenger interaction now exists in Genesys Cloud with the attributes productLine=Post-paid, lang=ar, etc.

3 Genesys Architect routing (attribute–based)

When the customer (or the agent) clicks Start Video, the façade invokes:

VideoEngager.startVideoChatSession(conversationId, {
  queueId: "VIP-Video-Q",
  skills: ["Arabic", "Video"],
  priority: 5,
  attributes: { productLine: "Post-paid" }
});

Backend flow

1. VideoEngager POSTs /create with desired_time=now and the Messenger conversationId.
2. VideoEngager immediately calls POST /conversations/callbacks in Genesys Cloud with:

{
  "conversationId": "…",
  "routingData": {
    "queueId": "VIP-Video-Q",
    "skills": ["Arabic","Video"],
    "priority": 5,
    "attributes": { "productLine": "Post-paid" }
  },
  "callbackNumbers": ["+971…"],
  "callbackUserName": "Visitor name"
}

3. Architect looks at that routingData exactly as it would for any other media type:

   • Queue → “VIP-Video-Q”
   • Skills → Arabic + Video
   • Attributes → productLine = Post-paid (used in Decision / Data Action blocks)
   • Priority → 5 (overrides default)

Because the new Callback object is attached to the existing Messenger conversation, Architect treats it as a multimedia continuation of the same interaction; all attributes from the Messenger leg are still present.

4 Delivered to the agent

What the agent sees

1. The agent who matches queue + skills and is next in line receives an immediate video-callback toast in the Genesys desktop.

2. Accepting the call automatically:

   • Opens the VideoEngager WebRTC window (HD video, screen-share, etc.).
   • Keeps the Messenger chat panel live for parallel text/chat.

3. Because both legs share the same interactionId, the agent’s timeline, recording, and analytics all show one unified record of chat ➜ video.

Why this flow satisfies §7.2 for “Immediate entry”

This is precisely the path the diagram depicts: data collected → session configured with those attributes → Architect routes on them → agent receives a single, attribute-aware video interaction.